Support Policy

What can you expect when you need help using ShipStation?

Frankly, A LOT! In your ShipStation account, you’ll see the “Support” tab located on the right side of the top menu bar. Here you’ll have access to, and be able to search through our resources, either individually or all at once through our simple, but powerful “Find Answers” search field. Through these multiple resource channels, you’re sure to find what you’re looking for.

Free assistance available 24×7

To get the most out of ShipStation, even if it’s in the middle of the night, we have a number of information-packed resources.

Guides & videos to help you anytime

Knowledge Base and FAQs – Here you’ll find step-by-step guides to using nearly all of our features and resolutions to the most common problems. Need some help setting up your 4×6 thermal label printer or printing out SCAN forms for USPS? We’ve got you covered.

How-to-Videos – Like to watch instead of read? We have several videos that walk you through some of the more common questions, with more being added all the time!

Pre-recorded Webinars – Can’t wait to participate in a live in-depth webinar? You can watch previously recorded sessions at your leisure.

Have lots of questions?

Community Forums – Have a complex issue that spans beyond the basic features of ShipStation? It’s a good bet some of our other customers have had the same issue and they may have a clever solution for you.

Live Webinars with Q&A – The best way to learn is to watch a live hands-on demo where you can ask questions. Topics and dates vary, so check our schedule and register early as the number of participants is limited.

Want us to add a new feature?

We wish we could do everything for everyone but the laws of physics seem to get in the way. Have an idea? Post it in our feature request forum and see if other customers agree. See an idea you like that someone else posted? Then be sure to add your votes. We regularly look at the feedback forums (hint: especially the most popular ones!) to look into what we should build next.

Keeping in Touch

At ShipStation, we like to keep in touch with our customers and help you be more successful with your business. We love to get your feedback, get your opinions, and definitely want you to share your stories with us!

Need help from a ShipStation Technical Support Gearhead?

Just hover on the “?” button at the top of the screen when you are logged into ShipStation and click “Support Center” to open a support case. We are available to help you Monday – Friday, 8a – 8p Central Time and will respond within 1 business day, usually within a few hours.

Through our free online support option, we can assist with the basic setup and usage of ShipStation’s many features. If you’re a new user, your best bet is to join one of our live webinars, as we cover everything that a new user needs to know about getting started in ShipStation. And, we’ll even answer your questions right then and there as part of the demonstration.

You can always count on our professional and knowledgeable support staff to quickly respond to any opened support case and for them to provide complete and accurate answers to your questions. Our best-in-the-business Gearheads are located right here in the US and are eager to help. With ShipStation, there’s no outsourcing, no answering services, just personal, professional, and high-quality service and support.

Regardless of your fulfillment needs, ShipStation is here to help; we’ll do everything we can to help you succeed. We love hearing your feedback, and seeing how ShipStation can help you run your business more smoothly. Everyone from our founders to our developers and Gearheads want to see you succeed, so don’t be shy; we’re in this race together!